of employee publications, interviewed employees across several divisions and at all levels of the company, wrote press releases to promote community relations activities and events, provided media relations support for financial investment topics, photography, wrote executive/management remarks, wrote scripts for training/ motivational videos and management meetings.

SELECTED ACCOMPLISHMENTS: Produced approximately 8 to 10 employee publications per year; interviewed employees at all levels, researched features topics and wrote articles, provided copyediting and design support.

Liaison to Community Relations to support events and initiatives launched to the public.

Prepared communications plans and served as project manager for contact center processes.

Advocated the customer experience by establishing a strong internal client network to stay ahead of new information impacting Customer Service and Order Entry.

Crafted and edited more than 250 customer emails to communicate order, shipment, and financial confirmations Researched and verified facts and accuracy of promotions, sweepstakes and new services; crafted, published and maintained online procedures for more than 2000 order entry and service representatives Communicated system improvements and maintained more than 300 instructional documents Wrote an internal and external blog for the Customer Services Vice President and Director or Operations to tell our business story and drive engagement around key QVC initiatives Wrote and communicated company statements to all agents for on air guest deaths, host departures and controversial product questions Respond to requests from multiple departments and communicate their business topics to all agents across four contact centers; maintained relationships with leaders across Distribution/Drop Ship, Marketing & Multichannel Events, Customer Finance, eCommerce and Social Media, Legal, and IT Wrote and executed mass communication efforts to notify customers of product recalls and safety alerts.

SELECTED ACCOMPLISHMENTS & TEAMS: Developed creative strategy to have a Host provide a launch video to all contact center staff to roll out the QVC Plus TV channel in 2013.

Developed and communicated procedures for this launch.

Communicated Muppet Takeover of QVC promotional points to all contact center staff to ensure their knowledge of this fun, customer-engaging experience in 2014.

Q Return Labels project: Adapted the operational "prepaid label" and named it the Q Return Label now in use since 2008; launched customer experience touchpoints to contact centers; wrote QVC.com returns instructions and FAQs, wrote email and mail customer notifications Wellness Advocate to Launch Company's Wellness Program Customer Advocate at New York Fashion Week Store - 2 years Partners in Giving Captain 2013 and 2014 Fun Along the Way Lead - Founders Park facility of 1600 employees 2012.

Advised Vice President on marketing plans and implemented campaigns; copywriter and editor for customer newsletters, ads, marketing materials, brochures, web sites, and executive memos; developed marketing plans for seven divisions; directly impacted revenue growth and brand positioning for a home comfort services company and commercial HVAC/refrigeration division, operating with a $1MM marketing budget.

Trained sales team and HVAC technicians on brand initiatives and seasonal offers.

Created and published employee newsletters for several divisions.

Achieved consistent 5 to 7 percent leads rate on customer relations management newsletter; produced nine newsletters annually for four residential divisions (nearly 400,000 pieces) Designed weather.com online advertising campaign Broke the rules on the HVAC industry, taking command of non-traditional advertising (customer-focused murals on service fleet, a cable image spot, radio traffic/news spots, and comfort coupon postcards) transitioning to a new company name in an 8-county region.

Developed eight web sites for businesses in both residential and large commercial services.

Designed and supervised the construction of a King of Prussia retail showroom for fireplaces; decorated the space, arranged all merchandising, product ordering, and construction details.

Bachelor of Arts : Professional Writing/English Public Relations and Speech Communications May 1991

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